Customer Service Representative - Call Center (816510)

Equus Workforce Solutions; Olyphant (Lackawanna County); On-site; USD 32,000 - 42,000; Full time

Job summary

Equus Workforce Solutions in the United States seeks a Customer Service Associate to support job seekers with information, eligibility, and scheduling orientations. You will interview clients, verify details, and coordinate referrals to workforce services while upholding quality standards.

You will handle calls and emails, maintain accurate records, and stay informed about new programs. The role emphasizes clear communication, attention to detail, and the ability to multitask in a fast-paced

Qualifications

• HS Graduate or GED required; some college or undergraduate degree is a plus.
• 6 months or more experience in customer service, preferably in a Call Center environment; Workforce or other Human Services experience is a plus.
• Strong written and verbal communication skills; phone skills; listening; data entry skills; people skills; informing; customer focus; customer service; attention to detail; professionalism; multi‑tasking.

Responsibilities

• Answer calls and emails to obtain client information.
• Interview clients and verify information for eligibility.
• Schedule clients for local Employment and Training orientations.
• Refer clients to third-party workforce services providers.
• Explain procedures and answer client questions.
• Maintain accurate written records of transactions.
• Maintain communication equipment and report problems.
• Adhere to standards to improve quality; suggest better procedures.
• Stay informed on new programs and participate in discussions.
• Perform other duties as assigned.

Skills

Customer service

Communication

Phone skills

Listening

Data entry

Attention to detail

Multitasking

Professionalism

Education

HS Diploma or GED

Some college or undergraduate degree

Job description

Company Description

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

• Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information.
• Determines eligibility by comparing client information to established guidelines.
• Schedules clients for Employment and Training Program Orientations available locally to their area of residence.
• Refers clients to third‑party workforce services providers.
• Informs clients by explaining procedures, answering questions, providing information.
• Maintains an accurate written record of the transaction following established guidelines.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new programs that become available, participating in employment and training discussions.
• Other duties as assigned.

Qualifications

• Education: HS Graduate or GED required; some college or undergraduate degree is a plus.
• Experience: 6 months or more experience in customer service, preferably in a Call Center environment, required; Workforce or other Human Services experience is a plus.
• Skills: Strong written and verbal communication skills; phone skills; listening; data entry skills; people skills; informing; customer focus; customer service; attention to detail; professionalism; multi‑tasking.
• Travel Requirements: Minimal travel.
• Work Environment and Physical Demands: Must be able to sit or stand for long periods of time. 80% of the day will be spent sitting or standing while talking on the phone.

EEO Statement

All your information will be kept confidential according to EEO guidelines.